OPTIMIZATION OF THE STRATEGIC PLAN THROUGH SERVICE QUALITY: THE CASE OF A PERUVIAN RESTAURANT

Rodríguez Pérez A.; Regalado Chamorro M.; Medina Gamero A. · Universidad y Sociedad (2022)

Resumen

Currently, several companies do not have a vision, mission, values and code of ethics to guide and regulate their expansion and development stages. In addition, they need to formalize the strategic process, since restaurant owners believe that this image is intended to make customers perceive the quality of the food without even having tasted it. The objective of this research was to analyze how the strategic plan will optimize the quality of service in a Peruvian fish and seafood restaurant. The research design used was non-experimental, applied purpose. With a quantitative, observational, cross-sectional and descriptive-correlational approach. The technique used was the survey and the instrument used was the questionnaire applied to collaborators and clients. The results showed that there is a strong association between the strategic plan proposal and service quality. The conclusion of the study is that a strategic plan not only generates benefits for the owners, but also provides satisfaction for the restaurant’s employees and customers. Therefore, it is necessary that the elements that are part of the strategic plan be designed collectively with the employees and owners.

Instituciones: Universidad Científica del Sur; Universidad de San Martín de Porres; Universidad Privada del Norte